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West Ashley Library
9 a.m. - 7 p.m.
Phone: (843) 766-6635
Folly Beach Library
9 a.m. - 5:30 p.m.
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Edgar Allan Poe/Sullivan's Island Library
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Wando Mount Pleasant Library
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Phone: (843) 805-6888
Village Library
9 a.m. - 6 p.m.
Phone: (843) 884-9741
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McClellanville Library
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Keith Summey North Charleston Library
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Hurd/St. Andrews Library
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Effect of customer involvement on co-creation of services: A moderated mediation model.
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- Author(s): Cheung, Millissa F.Y.1 (AUTHOR) ; To, W.M.2 (AUTHOR)
- Source:
Journal of Retailing & Consumer Services. Nov2021, Vol. 63, pN.PAG-N.PAG. 1p.- Subject Terms:
- Source:
- Additional Information
- Subject Terms:
- Abstract: The study explored the influence of customer involvement on co-creation directly and indirectly through three customer engagement dimensions, namely identification, interaction, and absorption from lens of customer-dominant logic and stimulus-organism-response framework. Data were collected from 211 Chinese service customers in Hong Kong. Results of IBM SPSS PROCESS models showed that customer involvement influenced co-creation directly and indirectly through absorption and interaction, but not identification. Customer involvement was found to exert a greater impact on co-creation of services for those with a high rather than low relation orientation. Thus, service providers should utilize mass media effectively to arouse customers' feelings of relevance and important of services to them. They should also interact with customers continuously through social media that can be enhanced by various kinds of immersion technology. • Customer involvement influenced service co-creation through customer engagement. • Absorption and interaction mediated the involvement-service co-creation link. • Identification failed to mediate the involvement-service co-creation link. • Relation orientation moderated the effect of involvement on co-creation. [ABSTRACT FROM AUTHOR]
- Abstract: Copyright of Journal of Retailing & Consumer Services is the property of Pergamon Press - An Imprint of Elsevier Science and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
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